Bitrix24 (Bitrix24) is more than a CRM system, Bitrix24 is a software and hardware complex that serves to create a unified company workspace in which employees communicate; share their thoughts; draw up, exchange and approve documents; set tasks for each other; conduct transactions; process customer requests from the company’s website and emails; create and review work instructions; organize planning meetings; communicate via text, voice and video chat; make reports to the manager on the work done; take calls and make them to clients; make plans and make appointments; compete in activity within the portal; work within the framework of automated algorithms incorporated during the implementation of the system and much more.

Let's take a closer look at each of the tools of the Bitrix24 CRM system.

Contacts and companies in Bitrix24 crm

Within the Contacts and Companies entities of the Bitrix24 CRM system, the contact information of your clients is stored and edited.

The Contacts entity is used to store information about individuals Oh. If a company sells products to end consumers, then this entity will reflect the company's customers. If the company operates on a B2B system, then the Contacts entity will contain data about the companies' contact persons.

The Company entity contains contact information for clients of legal entities. Both of these entities are very similar in appearance. They contain fields with data (phone numbers, addresses, types, email, responsible, etc.) If you are missing some of your own values, you can always add it and use it for reading, in business processes and other entities .

This figure shows a list of companies. It displays standard fields. If you need, the list can be customized to suit your specific needs by making the required fields visible.

The built-in filter system will help you select companies based on any fields and conditions.

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Bitrix24 has a built-in corporate social network where employees can discuss work issues, vote, exchange opinions and report important news about the company. When using this tool, the question no longer arises of how to make sure that all employees are familiar with the order or instruction of the manager. The system automatically detects everyone who opened such a document.

Using the functionality of social. networks in Bitrix24, you no longer waste precious time moving from department to department to collect the necessary information or coordinate your further actions.

Transfer files, attach pictures, videos to the discussion. Keep track of the topic you are interested in so as not to miss important information or the valuable opinion of your colleagues.

Leads in Bitrix24

Lead (lead, target lead) - potential client, reacted in one way or another to marketing communication. In the Bitrix24 CRM system, there is a Lead entity. It can be used for different purposes.

In Leads, you can collect requests to the company’s website for further processing by managers. A lead can be created after a missed call from a client to the company, or a Lead can be generated from incoming mail to a mailbox that is registered in the system.

In the Leads system, you can solve various issues, ranging from purchasing activities to technical support for your products. The Lead entity has a status field, which is an indicator of the progress of the work and clearly informs the stage at which each request to the company is. The Lead contains fields with product content, contact information of a potential client, and if desired, you can convert data from Lead to Deal or simply enter contact information in the Company and Contacts entities.

A lead, like other entities, has an employee responsible for its implementation. Within the Lead, you can create events and send Proposals.

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Offers

In the Bitrix24 CRM system, the Proposal entity serves as an intermediate link between a Lead (application to a company) and a Transaction (carrying out activities closely related to mutual settlements). Not all companies use the offer functionality; often, a Lead is immediately followed by a deal. If your company requires lengthy approval of the price of a product or you need to describe the characteristics of the product and its competitive advantages, then it will be difficult for you to do without this functionality.

Just like other Bitrix24 entities, Offers have a status that makes it easy to determine the state in which a particular document is located. This greatly helps track the speed of work of both company employees and clients. Within the proposal, you can also create your own fields to reflect any service information. From an Offer, unlike a Lead, you can issue an invoice to your client for payment. The generated document can be immediately sent by email to your client from the Bitrix24 service.

The essence of the Transaction in the Bitrix24 CRM system has one of the most important meanings, because it exchanges information and displays all data on current work processes related to financial issues.

Transactions have standard fields in which you can enter the necessary data and link directories of existing contacts and companies. Using connections within the Bitrix24 system, you can link other entities (Lead, Offer, Account) to transactions. This allows you to study in detail the progress of the transaction from the moment of contact until the end of the transaction.

Within the framework of the Transaction entity, you can build various business processes of the company. If we take the type of transaction as a basis, it is possible to organize not only the sale of goods and provision of services, but also the purchase of goods and consumption of services third party organizations. Using the filter system, you can always separate the transactions you need from the total mass. Tasks and events in the calendar will help you control the execution of transactions.

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Bitrix24 Accounts

The Account entity is classic in any CRM system; in this case, Bitrix24 is no exception. Within the framework of this functionality, you can draw up a document and print it for presentation to the client. After registration, you can immediately send it via e-mail. If you have previously entered facsimiles of the signatures of the responsible persons and the seal of the organization into the system, the document will be created already signed.

An account, like other entities, has a status that reflects its current state. If you have 1C Trade Management or 1C Accounting, then on paid Bitrix24 tariffs you can set up the exchange of information regarding invoice payments, which will automatically change the account status.

In practice, this is a very convenient mechanism, especially for companies with a large document flow.

Reports and sales funnel

The Bitrix24 CRM system has many reports that allow you to analyze various data. Even standard reports are quite enough to cover most of the emerging needs of managers at different levels. If some report cannot show the necessary information, then you have the opportunity to create your own.

One of the main reports on transactions is the Sales Funnel. If you want to familiarize yourself with its capabilities in detail, you can do so.

The second most important report can rightfully be recognized as the “Completed by Managers” report. This report in the Bitrix24 CRM system allows you to show general information about user actions.

Based on this report, you can draw conclusions about the effectiveness of the sales department, because Before concluding transactions, it is necessary to go through many stages and perform many actions (calls, meetings, letters).

In this video you can get acquainted with general description work in the CRM module of the Bitrix24 system.

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Bitrix24 Disk

The Bitrix24 CRM system has a complete storage of all files. This is a great tool that allows you to synchronize your work files in different places. Bitrix24 Disk allows you to attach files located in popular storages Dropbox, Google disk, Yandex disk, Box, OneDrive to your workspace. Bitrix24 disk has many advantages. Firstly, this functionality allows you to control file versions and you can always track the history of changes. Secondly, you can even edit files from the portal using Google or MS online functionality simultaneously by a group of employees.

Thirdly, Bitrix24 disk has the ability to approve and approve documents. This is especially important for certain types of businesses. Fourthly, you can manage access rights to files at the level of divisions, departments and just individual users.

IP telephony

Bitrix24 is one of the few CRM systems that has built-in IP telephony. It should also be noted that Bitrix24 has the ability to integrate any third-party telephony. This means that if you currently have IP telephony from another provider and a landline number is rented from you there, then you can connect it to the Bitrix24 portal completely painlessly. At the same time, you get an excellent opportunity to write conversations and add information about calls in the entities of the Bitrix24 CRM system.

In this system, you can transfer incoming and outgoing calls to other specialists during a conversation, and during a conversation it is also possible to create the “Contact” and “Lead” entities for the convenience of the manager.

For example, a client calls you and asks you to clarify the availability of a product, and during the call the manager creates the Lead entity, fills in the required fields and transmits this information to interested parties for further processing. As a result, a Lead is created and it will contain information filled out by the manager, and a recording of the conversation will also be saved (if such an option was enabled).

Not long ago, the system added the ability to connect landline IP telephony phones for the convenience of users. And now you can call from your usual and favorite devices.

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Business processes

There are quite a few products on the CRM systems market that, at the moment, can boast high level"flexible" automation. It's about about business processes. Many companies are switching to a process type of activity management, because... classical functional diagram(hierarchy) is already quite outdated and does not correspond to modern realities. Today is required maximum speed and coherence of personnel so that the enterprise can withstand competition, because Many niches are already quite crowded.

Bitrix24 is a CRM system that already has “on board” flexible system building business processes by setting tasks and monitoring the passage of documents, transactions, etc. entities.

If previously it was necessary to constantly monitor the conduct of the transaction, pull the manager to clarify the timing and progress of the sales process, now with the functionality of business processes you can calmly deal with your functionality, and the system itself monitors the correctness of business management and compliance with deadlines. If the deadlines are violated, the system will notify you about this.

Business processes are more than just control; business processes are the ability to perform calculations and obtain arbitrary data according to specified parameters. You can read a little more about the functionality of Business Processes

Calendars

Bitrix24 has a multi-level calendar system in which you can record events such as tasks, meetings, calls, letters. Calendars are available within a project (interest group), intranet group, or employee’s personal calendar. Currently, Bitrix24 has a very convenient function for integrating third-party calendars into the CRM system. You will be able to attach your calendar to the portal and enter important events into it so that they are reflected in your familiar phone interface.

You can read more about the functionality of calendars and planning

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The structure of the company

The Bitrix24 CRM system has necessary tool For personnel work, which is called "Company Structure". This tool allows you to graphically create a hierarchical scheme of subordination and interaction of both departments, divisions, and individual employees within one company. Based on the Company Structure, subordination is built, and with it the rights of access to documents and entities within Bitrix24.

This tool will be highly appreciated by all new employees of the company who have just arrived and do not yet have all the information about who is responsible for what and who they can contact in the event of a problem situation that is beyond their competence.

Mobile app

Heading to a meeting or business trip? Take it with you mobile phone, which will contain your Bitrix24. The main functionality is available in operating systems iOS and Android. You will be able to view deals, Leads and other entities while traveling; contact colleagues via voice or video line (if the Internet channel allows); read the document; assign a task to an employee and much more.

You can read more about the mobile client

Bitrix24 download

In fact, you can only download the Desktop client from Bitrix24, which is installed on an employee’s computer and serves as a system for exchanging messages and notifications from the portal. This system can completely replace Skype and other instant messengers in the company, because Bitrix24 has the main advantage - the security of communications. If you have a corporate portal, then your communications will generally only go inside your server.

Using the desktop client, you can make regular telephony calls or video calls to your colleagues. This is especially true when your employees are located in different cities and countries. Also, the desktop client is used to synchronize files from the cloud to your local computer and back.

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Meetings and planning sessions

Every company sooner or later starts holding meetings and planning meetings. These activities help to collectively solve common problems and, under certain circumstances, contribute to the rapid resolution of problems. The Bitrix24 functionality - Meetings and Plans - will help you achieve such results.

Raise questions, write comments, set tasks right during the planning meeting and then the productivity of such events will increase significantly. It is important to record all voiced thoughts and suggestions. For these purposes, a secretary is selected who takes all notes during the meeting. These events include the mandatory participation of certain stakeholders, so Bitrix24 provides the opportunity to notify all participants in the event and include it in employees’ plans so that they do not forget about it when immersed in the abyss of work assignments.

Data exchange with 1C

Bitrix24 is a product of the 1C-Bitrix company, i.e. subsidiary of the permanent leader of programs for conducting management and accounting. Without exaggeration, we can say that the 1C company owns more than 50% of the market, which means integration with the products of this company is simply mandatory for any CRM system, because otherwise, all information on transactions and payment of bills will simply be informational and will not allow fully automating the company’s document flow.

In addition to exchanging information about payment statuses and new orders, Bitrix24 recently introduced functionality that allows you to publish any reports from popular 1C configurations (Trade Management 11 and Enterprise Accounting 3.0). This functionality will be appreciated by managers at different levels, because At the moment, they have to constantly log into the program in order to get any report, although they do not work in this program all the time.

Still have questions?
Do you have other tasks or don’t understand how to do this?

The concept of CRM (Customer Relationship Management) means that disparate business tools are combined into a streamlined system. Instead of Excel spreadsheets, instant messengers, many documents and running around offices, there is only one service left. It includes programs for collecting customer data, managing transactions, monitoring managers, analytics and forecasting. It simplifies the routine, speeds up making the right decisions and eliminates mistakes.

• Advantages of using such systems:

  • A unified database of customers and counterparties in which all collected data is stored.
  • Transparency and control of the sales department. It is immediately clear who is responsible for what tasks and at what stages of the transaction.
  • Accounting and analysis of order movement statistics. You can quickly determine whose fault the order fell through, analyze the reasons and draw conclusions.
  • Based on statistics and analysis, you can forecast revenue and plan the development of your enterprise.






• Automation and control of the sales department

  Bitrix24 includes a database of leads, contacts and companies. Associated transactions and tasks are processed using standardized procedures in the form of semi-automated business processes. With their help, you can organize letters, calls, invoicing, adding goods and assigning responsibility.

  The head of the department sees the dynamics and results of the work of his subordinates at any time. For each operation, you can find out the time spent on it, track problematic stages, and set up a “sales funnel.”

  CRM calculates performance indicators for each manager and compiles a summary rating based on them

  
  

• Integration with accounting

  Bitrix24 and 1C-Enterprise exchange data automatically. Sales department employees work only with current prices, warehouse balances and payments. The ability to order an out-of-stock item or sell a position at old prices is excluded in principle.

  
  

• Mobility

  A leader cannot waste time. It uses any waiting for control and orders if the mobile version of CRM is installed on the phone. Receive the report, appoint a person responsible, and order to issue an invoice to the client directly from a traffic jam or queue at the tax office.

  Is our mobile app allows you to quickly receive information on new leads and transactions, and fully manage your product catalog, customer base, tasks and plans.

  
  
  

• Analytics and forecasts

  The collected information not only simplifies ongoing work with customers. Analysis of various indicators provides grounds for correction and forecasting of sales plans.

  Bitrix24 includes 8 reports in various sections, including sales funnel, contract amounts, payments, forgotten and current transactions. Using the visual designer, you can create your own complex reports.

  
  

• Safety

  Information Systems private enterprises are full of trade secrets. Client contacts and contract details must be strictly confidential. Bitrix24 limits access according to user roles (subordinate, head of department, director, administrator, etc.), as well as by groups, departments, departments and specific employees.

  
  

• Types of CRM

  Bitrix24 is universal. It includes the functionality of 4/5 well-known CRM customer relationship management systems.
  • Automates operational processes of marketing and sales, like SFA systems;
  • Supports service maintenance buyers, like Service Desk;
  • Provides unified interaction with subscriber requests received through various channels (voice telephony, website, e-mail), such as Contact-center;
  • Accumulates transaction data, stores and systematizes it, and also provides intelligent processing of indicators, such as analytical systems management.

  
  

Bitrix24.CRM does not require investment!

The functionality of Bitrix24 provides everything that is necessary to organize the company’s activities. The tools are tightly interconnected, which means you don't have to switch between multiple services. No additional software required. There is no need for a long painful implementation. You can start working immediately after registration. Any browser is enough.

Free and unlimited!

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Bitrix24 - an honest review of CRM for business. Who is it suitable for? How to use?

Bitrix24 boasts that it is used by 1,500,000 companies. We are dealing with a giant. But every giant has weak points - so what is Bitrix, if you look at it objectively?

We must immediately understand: this is not only and not so much CRM. This corporate internet with an internal social network, scheduler, video conferencing platform, etc. This includes sales, personnel management, and telephony. CRM is only one of the modules.

The CRM functionality here is good. You can accept requests from all channels, build a sales funnel and work with employees. Working with the client - in one window mode. Everything is balanced, there are no distortions. But there are no unusual features either. The main advantages (and at the same time disadvantages) of Bitrix are “corporate”, “social” and multifunctional.

Who is it suitable for?

Bitrix24 focuses on its versatility. This system really suits everyone: entrepreneurs with remote workers, online stores and e-commerce businesses, regular stores and even single freelancers.

However, in practice, few people need the full functionality of Bitrix24. The system will be especially useful to two categories of business:

1. Individual entrepreneurs and micro-businesses, who need a minimum of basic CRM functions and a free version is enough. You don’t have to pay, there are enough opportunities – that’s great.
2. Big business – network enterprises, holdings. With Bitrix24 they can build an excellent internal ecosystem.

There is a mobile version, which is convenient for companies with remote employees.

Who is it not suitable for?

It is impossible to single out companies for which Bitrix24 is definitely not suitable. Any business can use it with greater or lesser success.

Main advantages and unique features

Multifunctionality. You can customize Bitrix for yourself and manage all internal business processes. Can only be used for sales or employee management. You can simply store documents and upload pictures from corporate events to a photo gallery.

Integrations. Bitrix24 integrates with 1C, mail, telephony and 1000+ other applications. Some integrations are only available on premium plans.

If you have an establishment like a store or cafe that has cameras, Face-tracker from Bitrix will take pictures of visitors and “recognize” them when they visit again. And you will find out what the traffic was today and how many regular customers came.

3 main disadvantages

Too many things. The functionality is so large that you can’t fully master it. It seems like there’s a lot of useful stuff, but in fact you understand the main functions and are too lazy to delve into the rest. You have to pay for what is not used and lies as ballast.

Integration with 1C - only on “large” tariffs. It’s impossible to connect 1C on a free one, and it’s also impossible to connect to a paid budget one. Since Bitrix24 as a CRM is especially good when integrated with 1C, this is a disaster. You will have to pay from 5490 rubles/month. It's more expensive than many other CRMs.

Paid telephony. For all outgoing calls from CRM you need to pay above the tariff: 0.72 rubles/min for landline numbers in Moscow, 1.57 rubles/min for mobile numbers in Russia.

Usability and interface

The developers tried to pack the functionality so that the user does not get confused. When we first log in, we will be asked to choose what we will use:

In Bitrix24, the interface can be customized for yourself: remove some blocks from the menu, collapse it, create widgets with the most important reports and pin them to the main page. Here's how it happens.

We can design and customize not only widgets, but literally everything.

The visualization is good: in the CRM section we see clear graphs and diagrams, rich colors. The fill color in widgets can be changed, but the choice is limited: red, yellow, green, blue and turquoise are available.

We also choose the shape and type of widgets ourselves. The report can be presented as a graph, number blog, chart or bar graph.

To imagine how Bitrix works at the process level, let’s take an example of working with tasks.

We can:

• assign a task to one employee or several;
• appoint observers and co-executors;
• set priority and deadline;
• attach any files and links so that all materials are in one place;
• break the task into subtasks and create a checklist for the performer.

You can also attach a task to a project, mark it with tags, set a time counter, and set up automatic notifications to the performer. Each task can be easily linked to another or attached to a larger one as a subtask.

Pay attention to the item “Time tracking”. Bitrix tracks how much time an employee spent on completion. This is convenient when working with freelancers and freelancers who charge hourly rates.

Performers see statistics on their tasks: how much time is left to complete, which ones are already overdue.

The task here is not a “thing in itself”, but part of the system of interaction within the company.

Work with leads is organized according to the same principles. The lead card has many fields and settings, relationships with tasks and products are worked out, there is a history of interaction and more. This allows us to offer customers the most suitable products and calculate individual discounts.

Despite its good usability, Bitrix24 is difficult to master. Therefore, in the technical support section there are 22 huge manuals for working with the system. Every step is described there - right down to how to add emoticons to a business chat. Each guide is supplemented with screenshots, many with training videos.

You will have to look at the manual often. Studying everything at once is an overwhelming task. It is better to reveal the capabilities of Bitrix gradually so as not to overload yourself and your employees.

3 main competitors

1. . In general, prices are lower than Bitrix24: the sales version costs from 550 rubles/month per license. Free if your company has up to 10 users. The functionality is not so extensive, the main emphasis is on sales and task management.
2. . This is an “ecosystem”: CRM is combined here with modules for marketing, analytics, financial and warehouse accounting, telephony, etc. Subscription fee – 450-550 rubles/month per user in a single tariff (depends only on the payment period - for a month, six months or a year).
3. . A simpler option for small businesses. There is also an internal communications system, many automation capabilities and additional modules. Costs from 1990 rubles/month (for all employees). There is a free version without telephony and mail.

Implementation

Bitrix24 comes in two versions: cloud and local. With the cloud version, everything is simple: register, log in in a browser or through a mobile application, and work. You can log in through your profile on social networks so as not to confirm your registration by email and not have to come up with a password.

The boxed version must be installed by specialists. Bitrix24 partners will help with this: web studios, Internet agencies and development companies. They operate in Russia, Ukraine, seven CIS countries, Lithuania and Latvia.

In both versions, almost all Bitrix24 functions require configuration. You need to create CRM forms, set up reports, connect advertising channels.

If you have a small online store and 2 employees, you can handle it. Are you managing a larger organization? Most likely, specialists will be needed.

The subscription fee in the cloud version is not directly tied to the number of users. True, there is a limitation on the free tariff and the “Project” tariff: 12 and 24 business users, respectively. But in most other CRMs we pay for each employee, so Bitrix wins here.

The maximum “Company” tariff can be tried for free - the trial period is 30 days.
The local version is designed for large companies. We pay for it one time, but we will need to purchase additional updates.

Conclusion

Bitrix24 makes a double impression:

• There are many functions - but you won’t master everything, and most of them will turn out to be useless;
• Everything is customizable - but the settings are complex, difficult without specialists;
• There is a free version - but you have to pay for calls;
• There is integration with 1C - but only on expensive tariffs;
• Excellent work with leads - but mediocre analytics...

And so it is in everything.

Bitrix24 is good as a comprehensive Internet portal. This is its beauty. But if we consider it only as a CRM in isolation from the rest, it’s just a solid average.

You need to try it in practice, otherwise you will not understand how suitable it is for your needs. With equal probability, Bitrix can turn out to be both an ideal and an inconvenient hulk to work with.

How to choose the 1C-Bitrix: Site Management license that is right for me?


The product “1C-Bitrix: Site Management” includes 4 licenses – “Start”, “Standard”, “Small Business” and “Business”. Look at the convenient detailed license comparison table, which clearly shows the functionality of each of them.

2. Contact our partners for improvements. How to choose the right developer is described here.

3. You can also upgrade to a senior license, which contains more advanced features.

Does 1C-Bitrix have a subscription fee?

There is no subscription fee.

Within a year after purchasing the 1C-Bitrix software product, you can download and install all released updates for your license for free. After a year, if you want to continue receiving updates, you will need to purchase a license renewal.

Preferential extension
After the updates expire, you can renew them within a month using a preferential option for 22% of the price of your license. The validity period of updates is extended by exactly one year from the end of the previous period.

Standard renewal
If more than a month has passed, you can purchase a renewal using the standard option for 60% of the price of your license. Once you have renewed your license, updates become active for another year. You will be able to download and install the latest updates, as well as any that were released during the previous period.

How long is the license valid?

After purchasing a license, you can use all its features for a year.
Even if you do not purchase an extension for next year, then after the license has been active for a year, the site will not go offline and will continue to work.

After paying for the right to use the program, you simultaneously receive two licenses:

1. Standard– it allows you to use the product, receive updates, install solutions from the Marketplace. Its validity period is one year. After this, an extension is required.

2. Limited– which gives the right to use the product without access to updates and solutions from the Marketplace. A limited license is not granted under a written contract, but under an EULA (End User License Agreement) and is not accounted for. Its purpose is to confirm the legality of the client’s use of the software product after a one-year period.

The validity period of the Limited License coincides with the period of exclusive rights to software(under Article 1281 of the Civil Code of the Russian Federation).

What you need to know to stay ahead of the competition:

• how to quickly implement CRM work,

How to work with clients in CRM,

What are the settings for deals and multi-funnels?

How to work with online accounts,

How to distribute access rights,

What are business processes,

How a mobile app improves your efficiency.

What is omnichannel CRM?

Connecting connectors and collecting data

Email connection

• enter your mailbox login and password,

Check the box next to the “Link to CRM” option

Check the box next to the “Collect data for...” option: please note that here you choose the period for which data will be collected from your mailbox. (Note: You can get data for the entire time only if you have a top tariff; by default, “3 days” is selected),

Enter a list of addresses that need to be excluded from processing and do not need to be entered into CRM,

Click the "Connect" button.

Connecting social networks and instant messengers

• invite another interlocutor into the dialogue - a company employee, who will be able to see all previous correspondence with the client, even if he joined in the middle or end of the conversation,
• forward the current conversation to another employee,
• pin the conversation so you don’t have to search in the chat contact list in the future,
• go to CRM to view client data,
• end the dialogue
• view message history.

Phone connection

• link your number - the corporate number you already have,
• rent a number from an operator,
• connect your own PBX.

• process the extension number,
• check the number in the CRM database (if the number is found, automatically create a lead),
• set up a queue
• configure processing of unanswered calls,
• enable recording of all calls,
• include an assessment of service quality,
• set the working hours of the number,
• ringtones.

Connecting a form to the site

• message color,
• inscription on the button,
• appoint a responsible employee who will process this data,
• what to do with this data (create a lead, client, deal, offer, invoice),
• required fields for filling,
• background and type of form,
• license agreement or rules (for example, consent to the processing of personal data),
• actions after filling out the form: if the form is successfully filled out (for example, say “thank you”), redirect to the previous page, if the form is filled out unsuccessfully (indicate what to do).

Connection 1C

• download and install the “1C + Bitrix24” module,
• connect 1C with as shown in image of the master,
• enter the specified key,
• fill in two fields.

Working with contacts in CRM

View statistics

Invoicing in CRM

• topic (what is the payment for),
• status,
• payer (company or contact from the list),
• payment method (for example, bank transfer),
• select a product from the catalog.

Distribution of access rights to different CRM elements

CRM Automation

Mobile app

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